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I have placed an order on Digistore24

Where can I find my order ID?

Every order has an order ID. The order ID is usually a combination of letters and numbers, e.g. 5K5WFNS4.

If you have any questions or concerns about your order when you contact the Digistore24 support team, it will help us a lot if you provide us with your order ID. This will enable us to process your request quickly.

Tip

It is best if you not only state the order ID in your support enquiry, but also send your enquiry from the email address you used to make the purchase.

Note

If you have any questions about the content of the product itself, please contact the product vendor. In most cases, you will find the product vendor's contact details on the order overview page or in the order confirmation email.

Find order ID in order confirmation email

The easiest way to find the order ID is in the order confirmation email.

After your purchase, Digistore24 will send you an order confirmation email to the email address you provided when you made your purchase.

You can recognize the order confirmation email by these properties:

  • Sender: Digistore24 support <support@digistore24.com>
  • Subject: Digistore24 - Order successful / access

Tip

If you can't find the email, check your spam folder or trash folder.

How to find the order ID in the order confirmation email:

  1. Open the order confirmation email.
  2. Scroll down to the Details of your order section.
    The order ID is shown here.

Find order ID in the customer portal

If you can no longer find the order confirmation email, you can also find your order ID via the customer portal.

Tip

You don't need a password or an account. Each time you sign in, you'll receive a one-time code via email.

  1. Open the customer portal and sign in with your email address.
  2. Click Order details next to the order.
  3. The order ID is displayed at the top.

Find order ID using payment method

If you can no longer find your order confirmation email and can't use the customer portal, you can find the order ID using your payment method. Select the method you used to pay below.

SEPA direct debit

If you paid by SEPA direct debit, you will find the order ID on your bank statement.

  1. Open your bank statement and find the Digistore24 entry.
  2. Check the reason for payment - the order ID is included there.

Note

In some cases, the order ID is not noted on the bank statement, but instead a mandate reference number is provided. The mandate reference number begins with "PM" and is followed by a combination of numbers and letters. You can also provide the mandate reference number in your enquiry to the Digistore24 support team.

Credit card

If you paid by credit card, you can look up your order directly:

  1. Open this link: https://www.digistore24.com/en/home/find_my_order/cc
  2. Enter your first name.
  3. Enter your last name.
  4. Enter the date of purchase.
  5. Enter the amount.
  6. Enter the last 4 digits of your credit card.
  7. Click Find order.

Your order overview page opens. The order ID is in the address bar (URL) of your browser - it is the first combination of letters and numbers at the end of the address.

url_bestell_id.png

PayPal

If you paid with PayPal, you will find the order ID in your PayPal account.

  1. Log into your PayPal account.
  2. Go to the relevant order under Activity.
  3. In the detailed view, you will find the order ID under Purchase details.

Tip

If you are unsure, you can also send us a copy of your PayPal account statement (PayPal transaction ID and PayPal invoice ID). Please do not send us a copy of your bank statement, as we will not be able to use it to allocate your order.

Klarna

If you paid with Klarna, you will find the order ID in your Klarna account.

  1. Log into your Klarna account.
  2. Go to the relevant order and click Show details.
  3. You will find the order ID under Shop order reference.

Bank transfer

If you paid by bank transfer, you will find the order ID on your bank statement.

  1. Open your bank statement and find your transfer to Digistore24.
  2. Check the reason for payment: you will see a sequence of letter and number combinations separated by hyphens.
  3. Remove the hyphen from the last two combinations - this is your order ID (e.g. XXLVK5CN).

vorkasse_bestell_id_en.png

Google Pay / Apple Pay

If you paid with Google Pay or Apple Pay, the payment is processed in the background via a linked card or bank account. Where you find the order ID depends on which payment method is behind it.

  1. Open your Google Pay app or Apple Wallet and find the Digistore24 transaction.
  2. Check which payment method is linked (e.g. credit card or bank account).
  3. Depending on the payment method, you will find the order ID:
    • Credit card - use the steps in the Credit card section above
    • Bank account (SEPA) - use the steps in the SEPA direct debit section above

Tip

The quickest option is the customer portal, if you know which email address you used to place the order.

Amazon Pay

If you paid with Amazon Pay, the payment may have been processed via different payment methods.

Check your Amazon Pay account directly, or look at your bank statement. The billing descriptor is usually AMZ*[seller name].

Note

Since Amazon Pay can bundle different payment methods, the billing descriptor is not always clearly identifiable. If you can't find the order this way, contact Digistore24 support and provide as many details as possible (date of purchase, amount, email address used for the order).